Call Forwarding – FAQ

1. What is the Call Forwarding?

The Call Forwarding Add-on lets you forward calls from your phone or virtual number to your Markate Virtual Number.

2. How do I enable Call Forwarding on my Android phone?
Open the Phone app.
Go to Settings → Call Settings → Call Forwarding.
Choose when to forward (Always, When Busy, When Unanswered, or When Unreachable).
Enter your Markate Virtual Number and tap Enable.

3. How do I enable Call Forwarding on my iPhone?
Via Settings: Go to Settings → Phone → Call Forwarding, toggle it ON, and enter your Markate Virtual Number.
Via Dial Code: Dial *72 + [Markate Virtual Number] to activate. To deactivate, dial *73.

4. How do I forward calls from Google Voice to Kate – AI Receptionist?
In Kate AI settings, enable Google Voice Call Forwarding.
In Google Voice, go to Settings → Linked Numbers → New Linked Number and enter your Kate AI number.
Verify by retrieving the code from your Kate AI Call Logs and entering it into Google Voice.
In Google Voice Call Settings, toggle OFF “Show my Google Voice number as Caller ID when forwarding calls.”

5. How do I forward calls from OpenPhone?
Go to the Call Flow Builder, select Forward all calls, enter the destination number (US or Canada), then click Enable this call flow to activate forwarding.
Important: Ensure that the caller ID forwarding option is disabled, otherwise Kate, AI Receptionist will only see your OpenPhone number instead of the original caller.

6. How do I forward calls from TalkRoute?
Log into Talkroute, go to Settings → Forwarding Phone Numbers, add the desired number (with a description), then head to Manager, edit the virtual number or menu/extension, set the routing to Go to Users & Numbers, choose either Ring in Sequence or Ring All, click the green + to add the forwarding number, save your changes.
Important: When setting up call forwarding, be sure to allow the system to pass through the caller’s number. If this is left on default masking, Kate, AI Receptionist will not be able to identify the true caller.

7. How do I forward calls from Grasshopper?
Log into your Grasshopper account → go to Settings → Call Forwarding Settings → Extensions, click Edit next to the desired number or extension, enter the forwarding number, choose how calls should be handled (like announcing the call or connecting immediately), set a schedule (e.g. 24/7 or custom), then Save and test.
Important: Disable the setting that replaces caller ID with your Grasshopper number. This ensures Kate, AI Receptionist always receives the actual caller’s phone number.

8. How do I forward calls from a landline?
Lift the handset and dial:
*72 + [Markate Virtual Number] → Activate forwarding
*73 → Deactivate forwarding
Some providers use different codes (e.g., 72#, 73#). Check with your provider if these don’t work.

9. How do I forward calls if I’m using Dialpad?
In Dialpad, go to Your Settings → Your Devices.
Select Add New → Add a forwarding number.
Enter your Markate Virtual Number and verify it by answering the call and pressing 1.
Manage forwarding under Your Devices.

10. Can I forward calls using BYVN (Bring Your Own Virtual Number with Twilio)?
Yes. After connecting your Twilio account to Markate BYVN:
Go to BYVN Setup.
Click Setup under Call Forwarding.
Enter the phone number where you want calls to be forwarded.
Click Save.

11. Why should I turn off “show my number as Caller ID when forwarding calls”?
If this option is ON, Kate will only see your virtual number as the caller. Turning it OFF ensures Kate receives the original caller’s number, so messages and call logs match correctly with your customers.

12. How do I know if call forwarding is active?
On most phones, a call forwarding icon will appear in your notification bar or status bar.
For landlines, you’ll hear a confirmation tone after dialing the forwarding code.
For virtual providers (Google Voice, TalkRoute, Grasshopper, etc.), the linked/forwarded number will be listed in your account settings.